Front Desk Supervisor- Hilton Ocala

Front Office Supervisor

Hilton Ocala | Meyer Jabara Hotels

At Meyer Jabara Hotels, we believe our associates are the heart of our success. We have built a reputation as an employer of choice by attracting talented hospitality professionals who are passionate about delivering exceptional guest experiences. Our culture empowers associates to grow professionally while making a meaningful impact on hotel performance and guest satisfaction.

Do you have the J Quality?

Hilton Ocala is one of four Meyer Jabara Hotels properties in Florida. Our beautiful 196-room hotel features six spacious event rooms and a stunning outdoor tent venue, making us a top destination for weddings, meetings, and special events.

We are currently seeking a service-driven and results-oriented Front Office Supervisor to join our Front Office leadership team.

Position Overview

The Front Office Supervisor is responsible for supervising daily Front Office operations and ensuring the highest standards of guest service are maintained. This individual serves as a leader and coach for the Front Desk team while fostering positive guest relationships, supporting operational efficiency, and ensuring an exceptional guest experience.

Essential Responsibilities

Leadership & Operations

• Ensure all Front Office policies and procedures are followed to maintain exceptional guest service standards.
• Maintain a professional presence and positive attitude while leading the Front Desk team.
• Review daily room availability, room blocks, VIP arrivals, and special guest requests.
• Monitor Front Office activities and communicate effectively with all hotel departments.
• Support budget goals and cost-effectiveness initiatives within the Front Office.
• Lead daily pre-shift meetings and communicate operational updates to associates.
• Ensure all brand and hotel reporting documentation is completed accurately and on time.

Guest Experience

• Deliver exceptional hospitality and create memorable guest experiences.
• Handle guest concerns, complaints, and service recovery situations professionally and promptly.
• Review guest compliments and feedback to identify opportunities for continuous improvement.
• Manage guest service requests and ensure timely follow-up and resolution.
• Review and respond to guest satisfaction alerts, online reviews, and guest assistance requests while exceeding brand expectations.

Team Development

• Supervise, train, and coach Front Office associates to provide outstanding guest service.
• Promote departmental initiatives, incentives, and ongoing development opportunities.
• Foster teamwork, accountability, and a positive work environment.
• Provide support and guidance to team members while maintaining service excellence.

Interdepartmental Collaboration

• Partner with Housekeeping and Engineering to ensure guestroom readiness and address operational needs.
• Review Front Office logs daily to stay informed of ongoing operations and guest concerns.
• Monitor CRM reports and guest communication platforms to ensure guest requests are fulfilled.
• Monitor e-Standby processes and room inventory throughout assigned shifts.

Front Desk Administration

• Process cash and credit card transactions accurately and securely.
• Maintain accurate information regarding room availability, reservations, and guest communications through hotel systems.
• Ensure VIP room assignments and special accommodations are reviewed and executed appropriately.

Qualifications

Required

• High school diploma or equivalent.
• Minimum 5 years of Front Desk experience in a hotel environment.
• Minimum 2 years of supervisory or management experience.
• Strong verbal and written communication skills in English.
• Knowledge of hotel Property Management Systems (PMS).
• Basic bookkeeping knowledge.
• Strong organizational, leadership, and problem-solving abilities.
• Ability to work a flexible schedule, including weekends, evenings, and holidays.

Preferred

• Hilton brand experience.
• Spanish or other bilingual language skills.
• Experience in a full-service hotel environment.

Work Environment & Physical Requirements

• Work is performed primarily at the Front Desk and in administrative office areas.
• Frequent standing and walking throughout the shift.
• Regular use of computers, telephones, printers, scanners, fax machines, copiers, and key card systems.
• Frequent bending, twisting, reaching, and kneeling as required.
• Ability to occasionally lift and carry up to 50 pounds.
• Must be able to perform all essential job functions with or without reasonable accommodation.

Why Join Meyer Jabara Hotels?

• Growth opportunities within a respected hospitality organization.
• Supportive and collaborative leadership environment.
• Ongoing training and professional development.
• Opportunity to work for a premier Hilton-branded property.
• Associate recognition programs and a people-first culture.
• Ability to make a direct impact on guest satisfaction and team success.

Pre-Employment Screening

Employment is contingent upon the successful completion of a background check and any applicable pre-employment screenings, consistent with company policies and all applicable laws.

Equal Opportunity Employer

Meyer Jabara Hotels is proud to be an Equal Opportunity Employer.